Two week contract sim swap at Vodacom

My wife s Contract phone were ****** on the 7th of September2022 I am working in Sierra Leone and there fore my wife went to vodacom Clearwater Mall for a sim swap.I mailed a power of attorney letter and copy of ID as requested from the store.Two weeks later still no sim swop only a sms to return the sim card to vodacom as it has been already assigned and had to purchased a new one The sim card was purchased at the same branch My wife went back to vodacom and purchased again a new sim card No the problem is no body can cancelled the pending one And it is 2 weeks later 21st of September 2022

Ref ***